Customer data, meet organizational processes

Customer acquisition

Statistically, it is the second purchase that turns a new customer into a long-term one. With quick and easy accessibility to a company’s data as well as the vast treasure trove of available public data, brands utilize customer analytics to ensure personalization helps turn a one-time customer into a long-term, loyal brand advocate.

Customer retention

The cost of acquiring new customers can be 25 times that of retaining existing ones. By ‘learning from churning’, i.e., analyzing campaign responses and customer behavior, customer churn can become an anticipatory endeavor, stopping those from potentially leaving is always easier than reengaging those lost.

Customer loyalty

The three sequential steps of a successful loyalty program include: building a foundation for loyalty, creating loyalty bonds that either deepen the customer relationship through cross-selling and upselling, identifying and reducing the factors that result in churn. Throughout, engagement is paramount.

Customer profitability

Loyal customers are worth up to 10 times as much as their first purchase. While it usually takes more than a year to recoup a brand’s customer acquisition costs, profits generally increase over time from increased purchases, reduced operating costs, referrals of other customers, and price premiums. Loyalty equals profits, year-in, year-out.

"The Product Perfect team was amazing. They were able to articulate a thoughtful vision for the technology platform, and how that vision bubbles-up to the over-arching organizational strategy itself."

Eddie Batista, VP of Information Technology